Customer relationship maintenance, quality control, and customer churn management
Customer Service Supervisor Job Responsibilities
Coordinate and optimize the entire customer service process, including complaint handling, query response and service upgrade mechanism, to ensure service consistency and professionalism.
Lead customer relationship maintenance strategy, through regular follow-up, satisfaction surveys and customer segmentation analysis, to enhance customer loyalty and long-term value.
Establish and implement a service quality monitoring system, including KPI setting (such as first response time, resolution rate, NPS), team performance evaluation and service standard audit.
In-depth analysis of customer churn data, identification of key churn reasons, and collaboration with operations and product departments to develop preventive intervention measures and recovery plans.
Lead and train customer service teams, plan daily schedules, skills development, and scenario exercises, and strengthen their problem-solving abilities and service awareness.
Work requirements
Have basic management experience or potential, be able to coordinate cross-department resources, push for improvement projects, and assume team coaching and performance feedback responsibilities.
Familiar with customer service operation mode, understand the CRM system operation logic, and those who have data interpretation ability (such as churn rate, service efficiency, satisfaction trend) are preferred.
Have a high sense of responsibility and stress resistance, be able to maintain a stable judgment in a high-flow service environment, and proactively discover service pain points and optimization opportunities.
Benefits
Thirteen months' salary
Year-end bonuses
Transportation allowance
Comprehensive insurance plan (covering medical and accident protection)
14 paid annual leave days, flexible work schedule, and the right to use the company's recreational and sports facilities
Dinggu Co., Ltd. is an organization dedicated to human resources management and consulting services, dedicated to helping companies improve their employment strategies, organizational efficiency and overall team performance. The company adheres to the principles of stability, professionalism and market demand, and helps customers establish a more promising human resources foundation by deeply understanding corporate culture and job characteristics.
Dinggu Co., Ltd. values communication and integration with actual operations, and handles human resources management related matters with professional judgment and practical methods. Whether it is team structure, talent demand, position planning or internal management processes, they are all analyzed and sorted out in a clear, stable and strategic manner, so that enterprises can maintain competitiveness in a rapidly changing market environment.
The company hopes to become a trustworthy partner for enterprises in personnel management, and to assist customers in building a stable, efficient, and long-term development value-oriented team with a professional attitude.
